Close or reopen a claim

Once a claim has been finalised, authorised users can close claims, and reopen them later if necessary. This guide explains how to enable the required permissions and manage the process in the Root Dashboard.

Enable permissions for closing or reopening claims

1. Click on the Organisation tab in the bottom left corner of your Dashboard and select Roles from the grey menu on the left-hand side.
2. Find and click on the role you want to update and click Edit Role in the top right corner.
3. Scroll down to the Claims permissions section and enable the "Close claims" and "Reopen closed claims" permissions. You can enable one or both options depending on what actions the role should be able to perform.
   
   
4. Save your changes.

Close a claim

Once permissions are enabled, follow these steps to close a claim:

1. Click on the Claims domain in Dashboard and open the relevant claim.
2. In the top right corner of the claim's detail view, click the blue Close claim button.
   
   
3. Enter a reason for closing the claim. This is a required field.
   
   
4. Click Close claim again to confirm.
   
   
5. Once the claim is closed:
   • The claim status will update to Closed
   • The Activity log will show who closed the claim and when.

Reopen a closed claim

If a claim was closed in error or needs to be revisited, you can reopen it:

1. Click on the Claims domain in Dashboard and open the relevant closed claim.
2. Click Reopen claim in the top right corner.
   
   
3. Enter a reason for reopening. This is a required field.
   
   
4. Click Reopen claim to confirm. Once reopened:
   • The claim status will return to Open.
   • The Activity log will reflect who reopened the claim and at what time.